About the Role
The role involves providing technical assistance to users in Brazil during the evening shift, diagnosing and resolving software and connectivity issues, and maintaining clear communication throughout the support process.
Responsibilities
- Respond to customer inquiries about technical problems
- Diagnose and troubleshoot software and network issues
- Guide users through step-by-step solutions via chat or phone
- Document support cases with accurate technical details
- Escalate complex issues to specialized teams when needed
- Follow established procedures for issue resolution
- Maintain up-to-date knowledge of supported products
- Ensure compliance with data protection policies
- Work within defined service level agreements
- Communicate effectively with non-technical users
- Use support tools to track and manage tickets
- Collaborate with team members to share solutions
- Report recurring technical problems to development teams
- Assist in creating user-facing help documentation
- Maintain professionalism during high-pressure situations
- Adapt communication style to different customer needs
- Monitor system alerts for potential issues
- Verify fixes with customers before closing cases
- Participate in team meetings and training sessions
- Meet performance metrics for response and resolution times
Nice to Have
- Experience in technical support roles
- Knowledge of CRM platforms
- Familiarity with API concepts
- Previous remote work experience
- Background in IT or computer science
- Certifications in IT support
- Experience with cloud-based applications
- Understanding of mobile platforms
- Exposure to agile work environments
Compensation
Competitive hourly rate based on experience
Work Arrangement
Remote
Team
Part of a global customer support team focused on resolving technical issues efficiently
Work Hours
- Shift runs from 12 PM to 9 PM BRT
- Full-time availability required on assigned days
- Occasional weekend coverage may be needed
Technology Requirements
- Computer with minimum 8GB RAM
- Stable broadband internet connection
- Dual monitor setup recommended
- Headset with noise-canceling microphone
Not applicable
